Consumer Protection Specialist

Consumer Protection Specialist

Remote

The Consumer Protection Specialist is responsible for supporting the company’s customer-facing department in overseeing complaint intake and resolution processes. The role involves reviewing diverse complaints, collaborating on complex issues and providing timely, accurate responses. Proficiency in using POS systems, maintaining organized records and accurately entering complaints into the Communication Tracking system is essential. The candidate will contribute to trend analysis, process improvements, and ensuring compliance.

· Thoroughly review and intake diverse complaints filed by customers, ensuring comprehensive understanding.

· Systematically locate and analyze customer information in the database, fostering a nuanced perspective on cases.

· Acquire proficiency in using specified POS systems for effective research, enhancing the depth of investigation.

· Accurately enter all received complaints into the Communication Tracking System (CTS), our dedicated database for handling and tracking complaints, ensuring diligent documentation and compliance.

· Proactively leverage expert knowledge of POS systems (Vergent, TXLE Vergent, Invictus, AIMS, CITO, etc) to thoroughly investigate and comprehend reported issues.

· Diligently research the nature of each complaint, identifying nuanced underlying problems for a targeted resolution approach.

· Skillfully provide effective, tailored resolutions, addressing the unique aspects of each complaint.

· Interpret the regulations relevant to the complaints and develop strategy for responding.

· Make recommendations regarding revising Company processes or procedures based on the content of a complaint/results of an investigation.

· Actively collaborate with relevant departments, fostering a cohesive approach to resolving complex issues.

· Prioritize and promptly address urgent complaints, ensuring a swift and effective resolution process.

· Analyze complaint trends vigilantly, identifying potential areas for continuous process improvement.

· Experience interacting with individuals at many organizational levels, including senior management.

· High School Diploma, GED, or High School Equivalence Certificate

· Accountability: Takes personal responsibility for his/her actions and results. Manages own performance by honoring commitments and deadlines.

· Business Knowledge: Understands the industry and the factors that can affect unit, regional and corporate goals.

· Change Initiative: Takes personal ownership for understanding, implementing, and supporting change. Demonstrates flexibility and open-mindedness around change.

· Communication: Written and verbal communication is effective, clear, and concise. Communicates with others in a way that allows for ongoing interaction.

· Conflict Resolution: Uses a disciplined, fact-based process to reduce sources of conflict, including negotiation, mediation, tact, assertiveness, listening, and empathizing.

· Customer Focus: Provides business-centric solutions by consistently keeping the business at the center of everything he/she does. Learns from the business; actively seeks information to understand the business’s issues and expectations.

· Critical Thinking Skills: Breaks down and critically analyzes problems, issues, and opportunities to find root causes and get beneath superficial symptoms. Integrates information and data from a variety of sources to identify patterns, trends, and cause-effect relationships.

· Team Skills: Collaborates, debates, and unites with others to develop the best ideas. Seeks feedback and input; actively draws on the diverse ideas and contributions of the entire team.

· Work Quality: Systematically evaluates and targets business opportunities with the greatest potential for producing positive results; utilizes daily activities and functions to support those business opportunities.

· Excellent attention to detail and accuracy

· Self-starter with the ability to work independently and collaboratively in a team to identify and solve problems or resolve issues.

· Ability to work in a rapidly changing deadline intensive environment while effectively managing multiple responsibilities and prioritizing accordingly.

· Software: Intermediate knowledge of Windows based computers and computing software including but not limited to Word, Excel, and Outlook

· Data Entry along with the ability to type 30+ words per minute.

Our Benefits Include* 

• A comprehensive new hire training program designed to help set you up for success 
• Access to a robust learning management system, full of e-learning modules and training programs to help boost your professional and personal development 
• Professional Development and Mentor Programs plus Ongoing Training Resources 
• Multiple coverage levels for Medical, Dental, & Vision 
• Group Health & Wellness Program, plus special savings on retail items, travel, entertainment, and more  
• Traditional 401(k) and Roth 401(k) with Company match 
• Options for Flexible Spending Accounts and Health Savings Accounts 
• Basic and AD&D Life Insurance  
• Optional pet insurance 
• Voluntary benefits, including short-term and long-term disability insurance, accident, critical illness, and hospital confinement insurance  
• Paid Time Off (Accrue 12 days per calendar year plus 1 additional day for each year of service after the first year of employment) 
• Performance-based career advancement 

*Based on current benefit offering, which is subject to change with or without notice. Certain benefits are subject to the terms and conditions of the governing plan documents which should be consulted for additional details and eligibility requirements.  

Our Commitment to Diversity, Inclusion & Belonging 

Diversity at the Community Choice Financial® Family of Brands is one of the driving forces behind our Company’s success and we are committed to hiring, developing, and retaining talent of various backgrounds who demonstrate our shared values. We have worked to create a welcoming and inclusive environment where Team Members can collaborate freely to help spark innovation, drive creativity, advance their skillset, and move their career forward. Our commitment to diversity isn’t just about the work we accomplish; it’s about fostering a sense of belonging where talented Team Members can bring their whole selves to work to help maximize their full potential. 

Our Workplace Awards and Recognition 

We are honored to be recognized as a Military Friendly Employer for 2021, 2022, and 2023, a Best Company to Work for by InHerSight, and have received designation as a Top Employer for Hispanic and Latinos by HLPA in 2022 and 2023. 

About Us 

Community Choice Financial Family of Brands ("CCF") is a leading retailer of financial services to unbanked and underbanked consumers. CFF is the parent company to eleven brands including TitleMax®, TitleBucks®, InstaLoan® Check Into Cash®, Cash 1®, Check Smart®, Easy Money®, Rapid Cash®, and Speedy Cash®. With more than 1,700 retail storefronts and several online products available in 20+ states, CCF is steadfast in our commitment to help people across the country get access to the short-term financial services they need when they need it the most.  

*Store hours, schedules, and/or the minimum number of hours required for this position may be subject to change by brand entity and at the sole discretion of the Company. Speak with your recruiter for the most up-to-date hourly requirements.  

The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor is it intended to be an all-inclusive list of the skills and abilities required to do the job. The Company may, at its discretion, revise the job description at any time, and additional functions and requirements may be assigned by supervisors as deemed appropriate.  Requirements, skills and abilities included have been determined to illustrate the minimal standards required to successfully perform the position.  

Important: The Community Choice Financial® Family of Brands will never ask you for banking or other payment information at any point during the interview or hiring process, nor will we conduct an interview via text message. Any official email correspondence will come from the domains @ccfi.com, @titlemax.com or @titlemax.biz. In-store positions are in-person only, remote options not available.  

The Community Choice Financial® Family of Brands is committed to providing an inclusive workplace free of discrimination based on race, color, religion, sex, age, national origin, military status, disability, pregnancy, sexual orientation, gender identity or expression, genetic information or any other characteristic protected by applicable law. Candidates of all background are encouraged to apply. CCFI Companies, LLC is an equal opportunity employer.